Complaints

This profile includes complaints for PartSelect.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PartSelect.com

  415 Willow Street Truro, NS B2N 6T2

  
• 

  PartSelect.com

  3781 Newburg Rd. Louisville, KY 40218

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a damaged part for my refrigerator. It was packed poorly with no padding. I called company to get refund and also re ordered part. Now I am into this $136.00 times 2. I followed instructions to get a refund. Submitted 4 pictures of damaged part and box. I have not received the refund yet. I have called several times. They say they are waiting to hear from their warehouse and may need me to return the damaged part. Told me I need to hang onto damaged part for 30 days. I can’t get a refund from company

  

  Business Response

  Date: 02/09/2025

  We're sorry to hear you have received a damage item and we appreciate you bringing this to our attention.  We do show a claim has been filed with our warehouse and you will receive a refund in the amount of $136.95 back on your credit card in 2-3 business.  Our warehouse does ask you too hold on to the damage item for 30 days and if they would like the item back they will email you prepaid return labels.

• Initial Complaint

  Date:26/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order (# 26741549 ) with PartsSelect.com on 8/24/25 for two items I needed promptly to fix a broken mower. During my checkout process, it gave me 3 shipping options. I chose $12.99 shipping to speed delivery window. At no point was I informed that either of the items were unavailable. On 8/26/25 I received an email notifying me that the items were back ordered and there was no anticipated date of availability provided. I emailed their customer service on 8/26/25 requesting cancellation of order and refund of total amount paid. On 8/27/25 I received an email from them stating that my order was cancelled and they were refunding only 1 item totaling $6.35. The same day, I received a second email stating that my order had shipped. This is after I had requested a total cancellation and refund. Also, the item tracking doesn’t show shipped, only that a label was created. This is terrible customer service and they took it upon themselves to ignore the request to cancel my entire order and only cancel one item, then the next day to create a label for shipping part of my order. I did not agree to this and no communication was made with me to confirm this decision.

  

  Business Response

  Date: 02/09/2025

  We're sorry to hear about your experience, and we appreciate you bringing this to our attention. Checking on your order, one of the items the manufacturer advised the item is no longer available and was cancelled off your order. The remaining item was too far along the shipping process in order for us to cancel. We do show your order was refunded in the amount of $28.20 on 08/29/25.

• Initial Complaint

  Date:13/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a part for my ice maker. It was the wrong part. I emailed the company about returning the part. They asked for photos of the part my make and model of my refrigerator, etc. I sent the photos multiple times but each time was told it was the wrong format. I changed to format on my phone to the correct format and still was told wrong format. I called customer service and emailed the photos directly to the representative who said she was sending them to right department to help me and that I would receive an email early this week with next steps. As of today I have not received any email. All I want is to return the part and get my money back.

  

  Business Response

  Date: 14/08/2025

  We're sorry to hear about your experience, and we appreciate you bringing this to our attention. Checking on your order,  we show the refund is being processed today and can take 3-5 business days to show back on your credit card in the amount of $207.24.  Please hold on the defective item for 30 days and if our warehouse would like the item they will email you prepaid return labels. 

• Initial Complaint

  Date:13/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and received a door gasket for my refrigerator. It arrived soiled with grease & unremovable dirt. It is also very warped, doesn’t seal properly. My refrigerator runs constantly and I have had food/milk spoil. Complaints to the company have not been responded to.

  

  Business Response

  Date: 14/08/2025

  We appreciate you bringing this to our attention. We would like to apologize for any issues this may of caused. After reviewing **** order, we do show that a damage claim has been filed with our warehouse and the refund is being processed today in the amount of $82.96 which you will see back on **** ****** account.  Please hold on to the damage item for 90 days and if our warehouse would like the item back they will email you prepaid return labels.  

  Customer Answer

  Date: 14/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23742597, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a Frigidaire replacement part July 25 via UPS. Tracking Number 1Z0025Y99094824753. The uploaded PDF shows the email from Parts Select where they say my refund should appear on my original method of payment in 7-10 business days. It is no more than 10 business days and no refund has been credited. I have called customer service TWICE and was told they will "push" the department to issue the refund. Excuses do not cut it with me! The email does not have person's name simply a department name so it is hard to hold someone accountable for failure to provide a refund in the time frame of 7-10 business days. How would they feel if this hassle happened to them? I WANT MY REFUND!!!!!!!!

  

  Business Response

  Date: 12/08/2025

  We're sorry to hear about your experience, and we appreciate you bringing this to our attention. After reviewing your order we do see the refund was processed yesterday.  You will see back on your credit card in 2-3 business days in the amount of $68.13. We are sorry for any inconvenience this may of caused. 

  Customer Answer

  Date: 13/08/2025

   I am rejecting this response because: I have been given the same excuse August 8 and August 11 by a Customer Service Rep on the phone. When the day comes that the $68.13 shows credited to my original method of payment the complaint will be resolved to my satisfaction. Example: I returned a pole chainsaw to Lowes August 8. The credit to my Lowes account showed up in 24 hours. When a credit is made to a customer account it does not take 2-3 days to show up!!!
  
  
  
  

  

  Business Response

  Date: 13/08/2025

  Depending on the Financial institutions that are used by company itself and the customer the refunds dates can vary. We do show the refund has been processed on our end on Aug 12 in the amount of $ $68.13.

  Customer Answer

  Date: 13/08/2025

   I am rejecting this response because: The $68.13 has not shown up in my account. We have all heard of “the check is in the mail”. If the $68.13 shows up as credited to my original payment method, I will close the complaint. Until then, it remains open and active.
  
  
  
  

• Initial Complaint

  Date:24/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello! I made a purchase around June 20, 2025. When I received the order, I realized it was the wrong thing. I reached out to the company and sent them the requested item. They emailed me a week later claiming they couldn’t open the pictures. I resent part numbers and pictures. 2 weeks went by and still didn’t hear from them so I reached out. I resent pictures in a different form on 7/12 and have heard nothing back. In between all these emails I ordered and received the correct item. I would like to return and get my money back for the wrong items. The cost of the wrong items is almost $100.

  

  Business Response

  Date: 29/07/2025

  We're sorry to hear about your experience, and we appreciate you bringing this to our attention. Checking on your order number 26491509 ordered on June 14 2025 was a PS11700735 - ** - AAP73051305
  Refrigerator Door Bin for qty 1 .  The order number you are providing order number is 1-99840. The invoice number is 1-552759-0625 does not match our records. We are sorry we believe you have the wrong company.

  Customer Answer

  Date: 29/07/2025

   I am rejecting this response because: this is the exact part I ordered that was the wrong this. This picture is directly from your website! I only order my fridge parts from you but may have to go elsewhere from now on.
  
  
  
  

  

  Business Response

  Date: 31/07/2025

   We did find  an order ******** Doster - #26483164 that had qty 2 PS8748031 - ** - AAP73871501
  Door Shelf Bin.  The email address was incorrect on the order,  we have corrected to match your ******** Doster - #26491509 which email address ************************ and resent the return information so the items can be returned.  

• Initial Complaint

  Date:16/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some parts online on 7/13 and paid with my credit card. I did not receive a confirmation that the order was processed but my credit card has been charged. I have reached out to the compny by phone and email for a confirmation of my order with no response. Due to not receiving a confirmation I had to order parts elswhere. I want the charge on my credit card refunded.

  

  Business Response

  Date: 17/07/2025

  We're sorry to hear about your **perience, we do show you have contacted our customer service team and corrected your email address, and the email confirmation has been resent. Currently we show your package is out for delivery with *** **. We would advise to refuse the shipment from *** ** if you are able to do so then once when we have the items back we can issue a refund for your order.  

• Initial Complaint

  Date:16/07/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Parts Select has acknowledged they received and processed my return on June 8th, 2025 and I still have not received a credit back to my card. I cannot speak to anyone about because their phone system says they too busy to take the call. I need my refund as the part was in perfect condition and all refund rules were followed.

  

  Business Response

  Date: 17/07/2025

  We appreciate you bringing this to our attention, the return
  was set up on our self-service option on 06/08/2025.  Once when we have an
  item returned to our warehouse the refund process can take 7-10 business days.
  Currently we show the refund was issued today and you should see back on your
  credit card in 3-5 business days. 

  Customer Answer

  Date: 21/07/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23607810, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:14/07/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with PartSelect including a refrigerator control board (WR55X10730) and three door gaskets. The shipping cost was $121.20.
  
  At the time of purchase, the website showed that the control board was in stock. Without my consent, PartSelect split the order and shipped the gaskets in multiple packages. More than a week after I had already received all the gaskets, I was notified that the control board was canceled due to unavailability.
  
  The control board was the essential part of the order. Without it, the gaskets were useless. Had I known the board was unavailable, I would not have accepted the rest of the shipment.
  
  I returned all items at my own expense and received a refund for the parts — but not for the $121.20 shipping cost. PartSelect refuses to refund this amount, even though the partial shipments were unauthorized and the order was rendered meaningless.
  
  I am requesting a full refund of the shipping cost, as I was not informed properly, nor did I agree to receive a partial order without the main item.

  

  Business Response

  Date: 15/07/2025

  We're sorry to hear about your experience, and we appreciate you bringing this to our attention. All items in stock ship and if any backorder items they ship once when we receive the items.  Unfortunately, the item was on backorder, and we attempted to order from the manufacturer . However, they advised that the item is no longer available, so we had to cancel the item and issue a refund.  As a one time refund we can offer to refund half of what you paid to return the item.  Our accounting team will be in contact so we can refund $60.60.

  Customer Answer

  Date: 15/07/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23595921, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about June 30th 2025 I ordered an Echo flex liner for my weed trimmer. The selection for shipping went from a little high to outrageo** and ridiculous, so I stayed with the first choice. Shortly after my order I received an email stating the order had shipped, but it took two days for it to appear on **** tracking. My item bounced around, from Texas to Colorado, to Chicago and back to Colorado - the same town it left from days before. What Part Select should provide is that when ordering from them they care very little about how long it takes for you to get the part, unless you purchase one of their other options which are so highly priced as to be offensive. I seriously doubt then they would care. Called their CS line but there is no customer service agents available. All you can do is complain on venues like this and hopefully educate someone else to what horrible service you got from Part Select.

  

  Business Response

  Date: 08/07/2025

  We're sorry to hear about your experience, The ********* transit time takes longer than you expected. ********* shipping is our least expensive shipping option. We are able to achieve such costs by leveraging the strengths and capabilities of multiple shipping carriers.********* orders are initially transported to regional sorting facilities. Packages are then processed and distributed to the ** Postal Service for final delivery.While ********* is often significantly less expensive than other methods, transit times cannot be precisely estimated and delivery dates cannot be guaranteed. We hope this helps explain the reasoning behind our ********* transit time! The estimate for Economy Shipping is 3-7 business days. We have refunded you the shipping cost on your order for the inconvenience. You will see back on your credit card in 3-5 business days in the amount of $11.91.

  Customer Answer

  Date: 08/07/2025

   I am rejecting this response because: Mr. ******, your well practiced response about "leveraging the strengths and capabilities of multiple shipping carriers" is clever if not sincere but it misses the point. Customers with similar issues should have better options available than to go from ***** shipping - doubling the cost of an item - to shipping that costs several times the value of the item being purchased. That said, customer service should also immediately be available by phone but appears to be lacking. While I appreciate the gesture of refunding my shipping costs, which was half the cost, I am sadly disappointed that Part Select isn't considering that there might be a better way to service your customers. I mentioned one earlier about throwing in with ****** which has in place a network of shipping unsurpassed in efficiency. Nonetheless, Part Select needs to review their shipping practice so that a customer doesn't have to see tracking from **** that sends their item bouncing around the country and back to cities it's already been too before moving on in the right direction and exceeding the 5-7 days quoted for getting here.
  
  
  
  

  

  Business Response

  Date: 10/07/2025

  We appreciate you bringing this to our attention. We have 3 shipping methods available to our customers. The lowest cost shipping option is the *********  for $10.99.  ****** shipping in most cases comes with a membership.  At this time we do not have that option available.  Your information and feedback will be passed on, in hopes to help our customers with the shipping experience.

  Customer Answer

  Date: 11/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23565575, and find that this is as close to a resolve as it will ever get. Part Select fails to mention that their next tier shipping is almost three times the ***** Shipping and the last tier twice that.. ***** shipping might work well for Part Select but not so good for the customer who must wait at least 7 days before trying to track where their purchase went, without the support of Part Select.